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10 Cards in this Set
- Front
- Back
service
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intangible activities that an organiz provides to consumers in exchange 4 $$$
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4 I's of services, that distinguish it from goods
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1- intangibility
2- inseperability 3- inconsistency 4- inventory |
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idle production capacity
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occurs when the service provider is available but theres no demand
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service continuum
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a company's range of what they bring to the market from tangible 2 the intangible or good-dominant 2 service-dominant offerings
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3 ways to classify services
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1- theyre delivered by people or equipment
2- profit or nonprofit 3- theyre government sponsored |
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3 types of properties customers use to evaluate services
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1- search-> tangibles determined b4 purchase(clothing, furniture)
2- experience-> discerned after purchase(restaurants, child care) 3- credence-> charac possibly impossible to evaluate even after consumption (medic diagnosis, legal services) |
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gap analysis
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analysis that asks customers the difference b/t their expectations and experiences of a service
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internal marketing
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when a service organization focuses on its employees via coaching/training to enhance customer service
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capacity management
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integrating the service component of the marketing mix w/ efforts to influence customer demand
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off-peak pricing
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a firm will charge different prices during different times of the day, week or year to reflect variations in demand for the service
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